Business Profile

Cooking Utensils

The Cookware Company (USA), LLC

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Complaints

This profile includes complaints for The Cookware Company (USA), LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

42 total complaints in the last 3 years.
28 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/07/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In April of 2024 I purchased the GreenPan GP5 Vista 5-ply Stainless Steel Ceramic Nonstick 12 piece set from ******. Unfortunately, after minimal use, the ceramic coating is coming off on the 7.5 inch diameter saucepan. I noticed black flakes in food I was preparing and reached out to Greenpan in December 2024. ****** from Greenpan customer service asked me to send proof of purchase as well as several pictures. I did so on 1/6/25.Within less than 5 minutes I received a response from ****** stating the following:"Chipping is a natural occurrence with Ceramic Non-stick. Chipping up to 1 to 2 mm is a perfectly normal occurrence because Ceramic coatings are very hard i.e. in the same way as Porcelain Ceramics are hard but not very flexible. Secondly, unlike with PTFE coatings, Thermolon does not require any chemical adhesive primer to stick to the pan. Thermolons adhesion relies solely on roughening the pans surface before the coating is applied, which creates a natural lock and key adhesion. Any imperfections, such as chipping, are considered a reflection of the hardness of Ceramic coatings and not having to rely on chemicals for adhesion. As the product remains perfectly safe for use if it chips, it does not require a replacement. In fact, the hardness of the coating is one of its strengths because it will be less prone to scratching during daily use."I invested in these plans because I was seeking non-toxic pans. I am floored that Greenpan advises that it is perfectly safe for use, but yet if I use it black flakes end up in our food! I will not feed my family food with ceramic flakes in ***** reviewing the countless complaints on BBB, it seems that this is a wide spread flaw with this cookware and the company refuses to correct it claiming it's not a defect. I treat these pans with more care than I have ever treated a pan. I clean with a non abrasive sponge, I do not stack them in the drawer, they each have their own separate space.
Business Response
Date: 01/07/2025
While we understand the consumer's frustration, this would not be considered a manufacturing defect. Defects, while quite rare, will show themselves within the first few uses. The pans have been used for many months. Chipping around the rims can happen from tapping a spoon on the side or from the way the pans are stored/stacked.
While we do everything we can to accommodate our consumers, we must adhere to our warranty policy.
Normal wear and tear would not be included in the warranty.
I am truly sorry, but not every issue will result in replacement.
Our pans are manufactured without harmful chemicals and therefore there is no impact to safety nor functionality.
Thank you,
***** ******
******** ** ******** ********
Customer Answer
Date: 01/07/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** *****
Initial Complaint
Date:11/25/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of the transaction: 30 November 2023 Amount of money paid: $199.99 for the 17-piece set. What business committed to provide: They promised cookware coated in Thermolon, the original healthy ceramic nonstick. Instead of plastic, our coating starts with sand. Thermolon is the first alternative to traditional nonstick coatings, the first plastic-free nonstick, and the first nonstick coating made without PFAS, PFOA, lead, or cadmium. In less than 15 years, weve become the leader in healthy nonstick cooking Nature of the dispute: They stated despite following the use, cleaning, care and storage instructions the chipping is normal wear and tear and not covered by the warranty. This is the only pot or pan that has chipped. This is exposing me to aluminum and raising health concerns Did the business try to resolve the problem: No If the issue involves advertisement, when and where the ad was seen: NA
Business Response
Date: 11/25/2024
I am very sorry to hear that you are unhappy with your cookware.
This would be considered normal wear and tear on pans that are a year old.
The minor chipping is located around the rim, which can happen depending on the way the pans are being stored or stacked.
There is no health risk.
I apologize and understand that often you may not receive the reply you are looking for but our warranty covers manufacturing defects, of which this is not.
My apologies.
Consumer Services
Initial Complaint
Date:11/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered some pots and pans through the website Curated who had a service where someone helps you pick which pans are best. So we decided on some from Green Pan which are rather expensive and marketed as high end pans that are really quality made. Once the pans arrived they had a chip in them and they returned it. Fast forward to now 4 months later from purchase all of our pans are now chipped. I contacted them yesterday to try and file a warranty and was told to email the pictures and proof of purchase which they replied and said it was just normal wear and tear. I asked to speak to a supervisor and was informed warranty was only through email and no one would speak on the phone with me. The damage is not normal wear. I take very good care of my pots and never used a dishwasher. It is not safe to use pans with chips. I have never experienced such bad customer service where they just refuse to talk to you because they dont want you to use the warranty. I would like a refund because these are not quality pans at all. I can attach pictures if possible.
Business Response
Date: 11/19/2024
While I understand that often it is upsetting to not receive the reply you want, this would actually be considered normal wear and tear.
The pans look great aside from the minor chipping around the rims, which is often the result of stacking pans when storing.
I apologize for the inconvenience, but our warranty covers manufacturing defects, of which this is not one.
My sincerest apologies.
Thank you,
***** ******
******** ** ******** ********
Customer Answer
Date: 11/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

It absolutely is not normal wear and tear. It has been like that from the first use. We store our pans in drawers not stacked as you keep mentioning. Why have a warranty if you offer no resolution. I am in the business of eating clean and healthy foods and you market that misrepresentation. It by NO means is ok to eat parts of a pan that come off and into your food. It is also not okay that your customer service or warranty department is only available through email and once they don't like what you have to say ie asking for a supervisor to call you are told its not possible. This is terrible business practice. This issue is not resolved because I definitely feel lied to by selling an healthier option pan and thats not what has occurred.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** *****

Business Response
Date: 11/20/2024
I understand that you are unhappy with the resolution, but we have reviewed this issue and made the final determination that this is not a manufacturing defect.
I am very sorry for the inconvenience.
Thank you,
Consumer Services
Customer Answer
Date: 11/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Flaking of the coating after initial use is a key indicator in poor quality as a result of a lackluster manufacturing process. Just because you dont want to have to pay for it doesnt make it the consumers fault or wear and tear. Wear and tear happens after repeated use overtime, not after one use It is an inferior product sold at a premium price. There is no resolution offered because, if you were to offer resolution in the form of compensation, you would go out of business as there are myriad of similar complaints that can be found with a simple ****** search. Additionally, another reasonable offer would be to replace the products, but no such offer has been made. Let everyone out there know that if you buy green pan products, and then baby them in the form of handwashing, refusing to put them in the dishwasher, only using silicone cooking utensils, and storing them without stacking on top of each other, they will still fail, and you will be blamed. ******** customer service and a pointless warranty that must only cover if the pan falls apart in your hand when you go to take it out of the box. **************** is clearly being outsourced to a different country and being paid to field complaints only and not resolve them. I do not accept this is a reasonable solution and think BBB should take note.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** *****
Initial Complaint
Date:11/12/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 25, 2024 I purchased from ************* a 10 piece cookware pot set from this company. Within a month multiple pots are peeling and stained. I have reached out a total of 5x to customer service and my warranty has been denied every time. Their response is to wash it with baking soda and use a magic erasor which was done multiple times but has not helped. I purchased this set due to the company's so called reputation which I am not deeply frustrated by. The pots are all peeling and completely stained and looks horrible to use.
Business Response
Date: 11/18/2024
I would be happy to offer a replacement set.
Please email me directly at ********************************************************************************** with your full name and address along with a photo of the set in question.
Thank you,
***** ******
Director of Consumer Services
Customer Answer
Date: 11/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* *****
Initial Complaint
Date:10/29/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint Type: Product **************** Date of Purchase: Feb 9, 2024 Nature of Dispute:Ceramic-coated cookware chipped within six months, exposing aluminum and raising health concerns. GreenPan denied warranty coverage, citing "normal wear and tear" despite proper ************* Commitment:GreenPan's warranty promises to cover manufacturing defects.Resolution Attempts:Contacted customer support; warranty claim denied.Pattern of Complaints:Hundreds of online reviews report similar chipping and safety concerns, indicating a systemic issue.Desired Resolution:Reconsider warranty coverage.Address product quality and safety.Improve customer support.Supporting Docs:Emails with GreenPan, photos of chipped cookware.
Business Response
Date: 10/29/2024
While this would be considered normal wear and tear, we have decided to offer $400 store credit.
Please feel free to use code BBBEmre400 which will remain active for 30 days.
Thank you,
***** ******
******** ** ******** ********
Customer Answer
Date: 10/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** *******
Initial Complaint
Date:09/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 3, 2024, we purchased the Reserve Black 10-Piece Ceramic Non-Stick Cookware Set, eager to use the new cookware. However, over the past few months, the non-stick coating has begun to deteriorate. Despite carefully following all washing instructions and only using non-abrasive materials, food residue has become stuck to the pans and cannot be removed. This issue has caused the pans to lose their non-stick functionality, making them sticky and, in some cases, unusable.
Customer Answer
Date: 10/21/2024
Better Business Bureau:

At this time, I have not been contacted by The Cookware Company (USA), LLC regarding complaint ID ********.

Sincerely,

**** *****
Business Response
Date: 09/05/2025
We are very sorry to hear about the issues with your cookware. This issue can be easily resolved! It is likely that you have a layer of carbonized oil built up on your pan that will create a barrier between the pan and your food. When this happens, you are basically cooking on the layer of oil as opposed to the surface of the pan. This layer may not be visible. This cleaning method has proven to be extremely successful and can be used when you notice staining and/or sticking. For the best results, please try this method twice. Once complete, you may resume normal washing with soap and sponge. Fill the pan halfway with water and bring it to a near boil for about 2 minutes. Pour out the water and place the pan on a sturdy surface such as a wooden cutting board. Carefully use a ******** sponge on the warm surface; this should do the trick. If this does not work, please email GreenPan directly at ***************************** We are happy to help!

***** ****** * *** ******** ** ******** ******** *******

*** ******** ******* ****** ***
Initial Complaint
Date:09/09/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Sir,After email on 3 Mar reporting the dent on the 5 Quart pot, which the email was not answered, I filed another warranty request regarding the ******, the small pot and the 9.5 inch fry pan last month.This company ignore both the email. According to photos, the cookware are not wearing off. They are poorly made and the coating is falling off after just 2weeks usage. And as it was used for months, there is scratches and again not because of intensive usage but the bad quality. ******** bought last year is even better condition then this.
Business Response
Date: 09/23/2024
We have not received any emails from this consumer. I have verified this information.
Please reach out to ****************************************** so that we may assist.
Please include photos of the issues along with full proof of purchase.
Thank you,
***** ******
Customer Answer
Date: 10/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

They claimed that they did not receive my complain which is not true. Sent complaint to new email address again. Attachment show email sent today, Aug 26 and Mar 3

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** ****

Business Response
Date: 10/02/2024
I am happy to resolve this consumer complaint, but we cannot resolve through BBB.
Please email me directly at [email protected].
I am happy to issue a replacement for the consumer, but I simply need the consumer to reach out to me.
Thank you,
***** ******
******** ** ******** ********
Initial Complaint
Date:05/14/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased this set November 2022. They worked great at first but then I started to notice food sticking more often than the bottom also chipping and pealing. At times its getting in my food. I have always cared for these per the manual, used a melamine sponge to remove burned on stains. Never placed in the dishwasher and only used wood or silicone utensils. I reached out to the customer care team and they said they would be happy to assist and wanted me to try a cleaning method. I repeated the process 4 times and nothing changed, food still sticks. I emailed them again to let them know and not they are thats not a defect and basically its not their problem. They advertise a 2 year warranty and that these are 100% non stick. With this being less than 2 years old I would have hoped they would honor their warranty and replace the set but they are refusing to help resolve the issue. Im upset that I spent $500 on something with this poor of quality and customer support. The girl would not even involve a supervisor. Now I just want them to replace it or give me a refund.
Business Response
Date: 05/14/2024
Based on our review, the issues with consumer pans are due to usage. This would not be considered a manufacturing defect. Our warranty covers manufacturing defects, which are rare and would show themselves within the first few uses. These pans have been used for 1.5 years and based on our review, the consumer did not follow the care and use instructions.
We did provide our cleaning method but according to the consumer, this did not work. The consumer stated that if the cleaning method does not work, there must be a defect. This is actually not necessarily the case. If any abrasive cleaners are used, it can damage the surface of the pan which will disrupt the nonstick properties. Unfortunately, the pans are very scuffed up, indicating that abrasive cleaners were used.
We also advised the consumer that minor chipping over 1.5 years is considered normal wear and tear and will not affect the safety nor functionality of their pans.
We always strive to air on the side of the consumer, and we do understand the consumer's frustration, but not all issues are manufacturing defects. We have no idea how the pans are being used in their home for a year and a half.
My sincerest apologies.
Thank you,
***********************
Consumer Services Director
Customer Answer
Date: 05/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I am not the only customer that has had this issue, and if you are also going to go off of my statements, I also stated I cared for the products based on the owners many meaning I followed your directions to the letter. Say you dont know how customers use the products in their own home is something you should already expect and should be prepared to replace since this is all your company specializes in. Being in this industry for so many years I am positive Im not the first complaint about this or the last. Im just asking you to fix and maybe better educate in the manuals you provide.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************
Initial Complaint
Date:05/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a set of three Greenpans from their website. I tried to file a warranty claim on the smallest pan because some of the nonstick coating has started to come off. They were quick to reply. However they said this is normal and safe to continue to use as it doesnt contain PFA or teflon. I dont see any evidence that this is safe and i dont see why this would happen to my pans as they are treated like eggs. We protect the pan in storage and dont use harsh abrasive cleaners. I would like them to send me a replacement for the item as this is supposed to have a lifetime warranty.
Business Response
Date: 09/05/2025
Please see email sent today to *******************************.

I have requested photos of the pans along with the full name and address.

I will gladly send replacements.

We apologize for the delay.

Thank you,

***** ****** * *** ******** ** ***************** *******

*** ******** ******* ****** ***
Initial Complaint
Date:04/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have reached out to the company three separate times now requesting replacement of one of the pans I had purchased from them as part of a set. My claim is well within the 2 year warranty period as of this moment in time. I purchased a Green Diamond multi piece set at ******* during Black Friday. I have purchased several Blue Diamond products in the past which caused me to jump at the sale I saw for the Green Diamond set. Having the Blue Diamond set in the past I knew the proper care instructions for this new Green Diamond set. Of our set, we have used the small, medium and large frying pans as well as the small and large pots.We follow the same cooking and care instructions on all of the products, however, to our surprise it appears the non stick coating may have been defective on our medium sized frying pan as that is the only product in which the nonstick properties dont work and it appears to almost be rusting inside of the pan. This is extremely discouraging as Ive used several products in the past and been extremely satisfied with those as well as the other products in the Green Diamond set.I would greatly appreciate any assistance your are able to provide in regard to this issue we are experiencing as I am hoping this is able to be resolved.
Customer Answer
Date: 05/24/2024
Better Business Bureau:

At this time, I have not been contacted by The Cookware Company (USA), LLC regarding complaint ID ********.

Sincerely,

*********************
Business Response
Date: 09/05/2025
We apologize for any inconvenience.
We have replied in March of 2024 and May of 2024 requesting photos, proof of purchase, full name and address so that we may issue replacements.
We have yet to receive this information.
We are happy to help if you would like to email us this information.
Thank you,

***** ****** * *** ******** ** ***************** *******

*** ******** ******* ****** ***

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The Cookware Company (USA), LLC is NOT a BBB Accredited Business.